Solutions Focused Technical Support Professional

1 day ago

Tarlac City, Central Luzon, Philippines beBeeCustomerSupport Full time ₱3,744 - ₱5,280
Product Advocate Role Overview

We are seeking a skilled Product Advocate to deliver exceptional customer experiences and drive support processes forward.

This pivotal role involves leveraging deep product expertise, strong communication skills, and collaboration across teams to ensure customers achieve their goals while demonstrating ownership, curiosity, and commitment to continuous improvement.

  • Handle customer inquiries in digital and voice channels to provide technical and product support.
  • Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
  • Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
  • Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Consistently adhere to service level agreements, meeting key performance metrics such as resolution time and customer satisfaction.
Key Requirements
  • A minimum of 2 years of proven experience in at least one entry-level tech customer support or technical support role.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Ability to adapt to change and remain flexible in a dynamic work environment.
  • Excellent English communication skills, both written and verbal, with an empathetic approach.
  • Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
  • Demonstrated ability to manage time effectively and adhere to service level agreements.
  • Proficiency in tailoring technical explanations for non-technical audiences.

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